Support team determination via SAP component

Step 1. Create your own organizational data for the Support Desk model of your company from transaction ppoma_crm.

For example you can create a Support Desk organization model that consists of a first level support divided into a BC team, FI team and a team for the rest of the SAP components. Also you could include a second level for specific SAP components.

1008656 Error message 5A XXX when you assign position (valid to SAPKB70010)

In SPRO check the information in points:

Create a Root Unit for Your Organizational Structure

Create Organizational Objects in the Organizational Structure

4. Select Position and create it

5. Assign Employees to this new position

Step2. Description of customizing for automatically assigned to the first level support of all incoming messages for processing, depending on the SAP component.

The Support Team is defined using determination rule CRM_DNO_1 (technical name AC 13200137).

This rule is triggered by an action, that is processed when a Service Desk message is saved. The rule bases the determination on responsibilities. The assignment can be done, for example, using the SAP component.

Call transaction Maintain Rule PFAC, choose determination rule CRM_DNO_1 from the input help (technical name AC 13200137), maintain the rule. In the ‘Responsibilities’ tab, create a new responsibility using the corresponding button.

Create Responsibility: select SAP component and Priority

You can still find the first level support for all messages with components not equal to BC* and FI* creating a third responsibility with priority 01.

The first level responsibility covers the SAP components entire namespace (A-Z), however it is dealt with as secondary because of lower priority.

To determine the support team, you must define corresponding organizational units and assign business partners in the organizational model, use “Insert agent assignment” button:

Use the “Simulate rule resolution” button to ensure that a unique business partner is determined.

The system carries out the determination if the support team field isnot filled when the service process is saved. To ensure that the system determines the support team in accordance with the rules defined above when the message is created, you still have to carry out a change in Customizing:

I sent you an email with the screen shot where I have an issue with SAP Component. When I run it under PFAC t-code it says “no agent found” and I don’t see the Support Team in the message either so please help me to solve this issue.

Dear Dolores,Your document is very useful. Only the Org BP is coming in all the messages as a Support team. I have created support teams under the org BP and defined them in Rule 13200137 in PFAC t-code. Can you please let me know how to rectify this?

I’ve two issues that would apreciate your help:1-After following all your blog steps the action “SLFN0001_ADVANCED_FIND_PARTNER” is not being triggered automatically, and only after saving the message, the Support Team field get’s filled. Do you have any suggestion of how to pass thru this issue? 2- After performing all this blog configuration steps in both clients of my solution manager system, my production one loosed the “reported by” automatically filling option. I’ve double checked all my configurations, confirming both clients are equal. Do you have any idea of what might be happening?Thanks in advance

Hello, I am betting towards the action definition and profile conditions… like… it would be better to choose something like… “immediately processing” rather than “save after processing”, it if makes sense and works… please “ok” me at cesararanda2001@yahoo.com… B.R.s Cesar

I have a query – though not exactly on the same topic. Would be very grateful if you can help me on this:

Is it possible to configure Service Desk such that Transaction Type ZLFN gets triggered for Support Messages created from within Solution Manager (SOLAR01, 02, NOTIF_CREATE or from Test Workbench) while SLFN is still used by Support Messages coming from Satellite Systems.

Your topic helped me 100%, and I am grateful for this, now I shall try to understand why the mails are not getting out and see your blogs to find out.

On the other hand, there is a slight disagreement between Bruyneel Guillaume and you about whether to place Prtnr Det/Acc Seq. or not:

He says: “…Select the line starting with SLFN0001. Double Click on Partner Function in Procedure. Select the Partner Function “Support Team”, and click Details.In the detail view only change the Partner Determination/access Sequence to the one we’ve just created. Save your entry…”

whereas you say: “…Select ‘SLFN0003 Support Team (CRM)’ and ensure that the access sequence in the “Partner Determination” is empty…”

His worked fine, your worked fine… but what is the difference I cannot see between comments on the same subject?

I have studied your blog for CHARM and Service Desk configuration for Solution manger previous versions. But, Now Solution manager 7.1 architechture is changed, So, Can you please share your blog for configuring the CHARM and Service Desk in Solman 7.1 system.

I have a very basic query which I foind connecting to your blog , I have a requirement where in I have to fill Employee responsible field in my Interaction record with an Employee assigned to a Service Org unit defined in my org model.

I have defined my org data determination based on an activity reason and have been using various acess sequence for this but no luck all that is getting filled in the employee responsible field is the Org Id/BP number of the org unit.

once your service team field is filed up with org,unit, then you should try assigning access seq.0009-org.data-employee for org.unit to this partner function”employee responsible”, then it would give you all the employee assigned under that org..unit.

but if your requirement is it should only determine based on position then you have to use badi in access sequence.

I have tried this too but when I was debugging the stabdard Badi COM_PARTNER_BADI i was wondering that the badi was getting only my root org unit ID thus when I was assigning acess sequence CH08 to my employee responsible partner function all I was getting a huge list of employee to my org model.

In my service request transaction in web ui I can see the service org / unit being filled up with the correct value but when the partner determination happens it is only considering my sales org not my service org. I am badly stuck into this now and it has become a show stopper for us.

when you use access seq.CH08 please check below it there is source maintained, in your case it should be partner function”0000056″ i.e service techinician group/support team/servcie organisation” . it should get you desired result.

I have still a small doubt The employee pertaining to the service team are getting picked up but the problem is I have a around 15 employees under a group but the system is picking all of them I want system should propose me a pop up with a list of all the employees that have been determined and agent should be able to select the employee from the list porposed.